Customer Service Lesson: Helping Vs. Selling

Back in 1987, while doing some weekend repairs to my first house and in need of some hardware – specifically, a hinge for a saloon-type door that was coming loose from the wall – I headed to the local Ace Hardware store. As always, the store employee at Ace who assisted me was attentive and…

Back in 1987, while doing some weekend repairs to my first house and in need of some hardware – specifically, a hinge for a saloon-type door that was coming loose from the wall – I headed to the local Ace Hardware store.

As always, the store employee at Ace who assisted me was attentive and helpful. I had brought the hinge with me, and as he led me to find the replacement parts, he stuck up a conversation and asked me how I would be using the part. When I told him, he stopped and said, “You need a different part. . ” He showed me some different hardware to mount the bracket for the door that would make it more secure and save me the same aggravation in the future. And what's more, it was less expensive than the part that I had originally come to the store to buy.

What can we learn from this? A few things:

1. Ask questions. Talk to customers – if appropriate, ask about what they need and how they plan to use it. It's important to know your product as well, so you can advise them about how to use it.

2. It's not just about the money. The hardware that I purchased was less expensive than the replacement parts I was originally seeking. The Ace employee was more interested in taking care of the customer than just taking his money.

3. Most importantly, do not just sell – help! The nice gentleman at Ace helped me by selling me what I really needed other than what I thought I needed. He helped me.

Do you think I continued to shop at that Ace Hardware store when I needed supplies for future projects? Of course I did … and more than 25 years later I still remember the helpful service and am telling the story.

Do you have a story of an amazing customer service experience that stands the test of time? One that helped make you a loyal customer, maybe even an evangelist for a company?

Think about what made it special and try to extract some lessons that you can use in your own business. Whatever made it so special to you could make others feel the same way and keep them coming back, too.

And while Ace Hardware has claimed helpful as its brand promise, it's something everyone in customer service should strive to be. Ace is an excellent role model for customer service – 25 years ago, 75 years ago and still today. Simply being helpful to your customers is one sure way to provide amazing customer service.

Selection of Training Services to Get Pro in Safety Norms and Terms

Are you planning to train your employees? Then you must be looking for some training institutes who will be taking this work and train the employees properly. This is of much importance for those people who will be employing the services of the institutions. They need to ensure that they are engaging a good institute…

Are you planning to train your employees? Then you must be looking for some training institutes who will be taking this work and train the employees properly. This is of much importance for those people who will be employing the services of the institutions. They need to ensure that they are engaging a good institute who will be training the employees well. Or else it will just betage of time and money on the part of the individuals.

Reputation of training institute

Safety training services and the other kind of training services are provided by many institutions. When making the selection of the institute one must ensure that the institute has a good reputation. This is important as an institute without a good reputation will not be able to provide good training to individuals. That will only harm the employees in the long run. When when making the selection of the training institute one must ensure that the reputation of the institute has been checked. This will ensure that you will be getting good services from them.

Knowledge of the personnel giving training

The next thing to keep in mind is the fact that the personnel who will be attending education and training on the various aspects must have ample knowledge in this field. This will enable them to inherit good knowledge to the employees. If they do not have the basic knowledge on these issues how will they teach the employees? Here is of paramount importance to check the qualifications of the person who will be teaching the employees during the training sessions. One can simply go to the training institute and check on the background and qualifications of the personnel. This will only help in the long run.

Charges of the training

Another thing to be kept in mind is the fact that the charges that the institute will be charging must be checked with the other institutions offering such same services. This will enable them to understand the prevailing charges in the market and they will also be able to bargain about the charges. For this having an idea of ​​the charges that the other institutions will be charging is of much importance. One can tally the prices and then make the decision about the institute to hire. This will save them from complications and problems in future and they will be able to make good decisions about the training of the employees in their company.

Therefore these are some of the criteria which one must check when they are hiring the training services for their needs. This will ensure them that they are getting the best services for the prices that they will be paying in the long run.

Reasons Why Coupon Codes Are Popular In the Cell Phone Industry

The market today has quite a number of interesting ways of luring in customers. Online coupon codes can contribute significantly to your marketing needs. Therefore, it is advisable to consider designing discount codes and offering them online to get more customers. They can go a long way in increasing your sales. Coupon codes can be…

The market today has quite a number of interesting ways of luring in customers. Online coupon codes can contribute significantly to your marketing needs. Therefore, it is advisable to consider designing discount codes and offering them online to get more customers. They can go a long way in increasing your sales. Coupon codes can be used to grow the social fan base and following. This can be achieved by encouraging them to sign up by making them to take action through the codes. However, to reap the full benefits of discount codes, it is advisable to first come up with an effective strategy. The reasons for recommend coupon codes include:

· Ensure return customers

Any time a customer buys an item for less or at a discount, they are more likely to return to make more purchases in future. Coupon codes are increasingly becoming popular because they have an ability to attract return customers. You become a more attractive option compared with your competitors. This is particularly the case when you email or issue your customers with a coupon code to use in their next purchases. Set aside a budget to print several discount codes on your thank cards to be shipped out with the orders. This will no doubt be a good surprise to your customers.

· Attract new customers

Coupons offer an effective way of attracting potential customers to make purchases, in addition to giving existing customers reasons to return. Consider visiting relevant blogs and websites in your niche and provide them with exclusive coupon codes for their readers. This offers an effective way of using coupons codes as leverage, for a small advertising fee. Your website or blog of choice will keep the readers happy through exclusive discounts, as you attract potential customers.

· Get bigger sale

Customers tend to purchase an additional item when they are able to save a few bucks on their initial purchases. Coupon codes can provide some incentive to make customers put one or two more items in their cart. Therefore, you can consider a coupon that offers an additional saving of 10% off an order, for buying more than two items or free shipping for purchasing more than 3 items. Such coupons have the ability to get bigger sales.

· Create urgency

A coupon code that offers a discount that is available for limited time often generates a sense of great urgency in customers. Customers will be pushed to click the add-to-cart button to take advantage of the limited offer. As a result, a customer who is contemplating buying a particular product later later change his / her mind to act quickly.

· Target millions of online buyers

Coupon codes can be used to target millions of internet users around the world, overcoming the limitation of a physical store. Furthermore, tracking your advertisement offline can be challenging. Therefore, many businesses often remain in the dark, not knowing whether their advertisement is working. However, when you include a discount code in your advertisement, possibly in the local news paper, promotional materials or business cards, you will know the impact of the advertisement on the customers. The number of positive actions will provide evidence whether the message is reaching the customers.

· Improve distribution channels

Coupon codes are highly recommended because they play a pivotal role in improving the effectiveness of the distribution channels. Promotional codes improve the conversion rate of every channel and so, they should be provided through all of them. They are known to improve the conversions on business websites, up to 3 to 4 times. The impact is the same on email, Facebook and Twitter. In addition, customer loyalty and retention is increased.

Tips for Using Coupon Codes to Sell Cell Phones

It is advisable to consider investing in a good online coupon strategy if you are planning to increase the sale of your cell phones. Every business should have an active coupon that can be used in its distribution channels. They should consider increasing their mailing lists using mobile coupons and converting more customers visiting their…

It is advisable to consider investing in a good online coupon strategy if you are planning to increase the sale of your cell phones. Every business should have an active coupon that can be used in its distribution channels. They should consider increasing their mailing lists using mobile coupons and converting more customers visiting their websites with their coupons. Furthermore, online coupon codes will go a long way in providing loyal customers with good reasons to return. Therefore, online coupons offer a cheaper way of growing the business than most marketing techniques. The factors to consider when choosing an online coupon include:

· Local business economics

To choose the right online coupon, you need to consider the nature of the business and what attracts the customers. Consider the cost of acquiring a new customer and their average lifetime. This is basically the profits you derive from a single customer from their initial visit all the way to their last. Therefore, you need to determine how much you would be willing to invest to get a new customer coming to your stores now. In addition, consider how often a customer returns and how much money they spend overtime and subtract the variable costs. What you get is the exact amount you should be ready to pay to get a customer. This will help you design a coupon code to pay off the cost of acquisition.

· Make attractive coupons

It is important to make the cost of acquiring customers attractive. Whether it is about the sale of a new or existing product, early access to a special deal or a seasonally relevant offer, it is important to make your coupons attractive. According to studies, coupons that offer more than 20% off are more effective- anything less than this can be dismissed easily. Furthermore, customers prefer definitive amounts that can be valued, such as $ 10, $ 15 or $ 20 off. They have a better understanding of such offers because they feature concrete value.

· Control the distribution

The greatest challenge is not necessarily that of creating the offer, but rather getting the coupon code to potential customers. Fortunately, with the internet, businesses are now able to manage the distribution process. Therefore, you do not require the traditional resources to achieve adequate distribution, in addition to promoting your brand and reputation. You do not have to invest large sums of money on billboards, large postal mailing and agents to get the message around. You can rely on more free or inexpensive online marketing tools, such as Twitter, Facebook, email, your website and more.

· Communicate with customers

When consumers like your Facebook page or choose your email lists, they want more than information. Coupons can be used as a communication strategy, showing you that you care and are thinking about your followers. As a result, they will be able to remain tuned, looking forward to your next communication time – unlicely to unsubscribe. Even if internet users do not redeem the coupon initially, the business can continue marketing to a qualified prospect showing interest to the business. Building an email listing offers an effective platform the business can leverage for successful marketing campaigns. Because of its targeting capabilities, the targeted market offers more opportunities to leakage marketing.

· Mobile geo-targeted coupons

The mobile geo-targeted coupons help to bring together the process of acquisition and distribution. The use of coupons to sell your products is effective when you combine it with mobile marketing. According to research studies, mobile marketing offers a high return on investment (ROI). Therefore, you can take a coupon code to target people within your zip code using their mobile devices. They will notice your coupons as they drive by, sit or walk on the byways browsing their iPads. A properly designed mobile targeted coupon requires an email address for purposes of claiming the coupon. The emails can be utilized for customer mailing in future, to encourage repeat business.

Leaving Money On The Table

I love America. I love Americans. I love that they do not have (or get) sarcasm. When I come to business, they have a customer care and customer service that surpasses anywhere. They are brilliant. I have never been made feel more welcome. I have never felt so special or that they would do anything…

I love America. I love Americans. I love that they do not have (or get) sarcasm. When I come to business, they have a customer care and customer service that surpasses anywhere. They are brilliant. I have never been made feel more welcome. I have never felt so special or that they would do anything for me. I love that so much is done without a problem. I love their turnaround speed for customer needs. In Disneyland, I loved that the buses DO run every ten minutes and not an approximation thereof and I loved that they wished me a zippidy do dah day.

I had no qualms parting with money; paying for services and tips. Their 'standard' service is above and beyond the grumpy and 'is not it enough that I'm doing my job for you?' attitude that can pervade most businesses that I come in contact with here in Ireland. It becomes a matter of doing business with the best of the worst and that is very off-putting. Here I am writing from own experience but you could live in any rural, isolated place and the same would be true.

Once upon a time it did not matter. We were held captive on this small island of Ireland. There were two choices; like it or lump it. Nowadays there are two factors that have changed the way business is done; the internet and the recession. Startlingly, the competition to earn our custom has not. I'm amazed at the amount of dour people still working in the service industry in this country and I'm amazed at the complete lack of a communication channel between businesses and their customers. And it's seeing through to their social media and wondering why it does not work.

It starts from the top. It is the manager or the owner that will set the culture and atmosphere in a workplace and it is up to them to make sure that staff are happy within reason and sometimes sometimes without reason. It starts from the inside and works it way outwards. If you run a business with a client facing role, make sure your customer / clients are having a zippdy do dah day. Have the confidence to ask them to rate your service and have the humility to take criticism because that's how we learn to be better. It's repeat business, it's referrals and it's tips with no increase in costs to you.

What Should You Look for in a Web Content Provider?

If you are not familiar with what web content writing is, searching for a web content provider can be a really daunting task. Like with any marketing company, you would expect all website content providers to be experts in their industry. However, due to how seemingly easy content appearance to be, many amateur writers have…

If you are not familiar with what web content writing is, searching for a web content provider can be a really daunting task. Like with any marketing company, you would expect all website content providers to be experts in their industry. However, due to how seemingly easy content appearance to be, many amateur writers have entered the industry with little to no idea of ​​what it means to produce useful and high quality web content. Before you waste money on website content writing services for your business, you need to thoroughly assess the company or individual who will be providing the service.

No Strategy = No Point

Unless you are looking for meaningless blog posts and you are not seeking to make money off of your online venture, you must have a strategy for your content. Web content is an essential part to online marketing as it encompasss a wide range of areas including social media marketing, newsletters, articles, and blogs. A good web content provider will help you analyze the needs of your online business, what your goals are, who your audience is, what they want to read, and etc … Without this critical information, they are just writing for fun. If the website content provider you are considering, or currently utilize, does not offer you some type of content marketing strategy, they are not worth your money.

Versatility

There are many different types of content that can viewed online. The phrase “web content” actually includes graphics, videos, and ads in addition to the different forms of written content. You want to be able to get the most out of your website content provider and many of them should have packages that will offer you a variety of content services. As with any business, your needs may change down the road and although you may only need blogs and articles at right now, having a content provider who writes releases releases and creates videos as well as can be very beneficial later.

Businesses or Individuals?

One thing you will find in your search is that there are many individuals who offer content writing services. Individuals may seem appealing because of their lower costs, but it is important to also remember that they will also have limited resources. Typically, individual web content providers are not able to meet the content marketing needs of businesses simply because of the amount of work that is required. On top of that, many individual content writers are not experienced with writing for branding and marketing purposes and will not be able to give your business the boost it needs. The only time you may want to consider an individual web content provider is if you have a startup business with limited funds and you are willing to wait a long period of time for results. Otherwise, you are much better off working with an actual company that provides website content.

Like any type of service you employ for your business, you should always put quality before cost. Choosing a web content provider that is cheap, but ineffective, will cost you much more money in the end.

An Insight Into the Flexibility of Courier Services!

An obstacle faced by numerous courier companies is the intense competition. This is one of the major reasons why and how the courier industry has adopted the route of offering flexible services. This flexibility has been thought about to keep the competition at bay and attract more loyal prospects to keep themselves a few steps…

An obstacle faced by numerous courier companies is the intense competition. This is one of the major reasons why and how the courier industry has adopted the route of offering flexible services. This flexibility has been thought about to keep the competition at bay and attract more loyal prospects to keep themselves a few steps ahead of their rivals. While some services prefer keeping their process rather stringent, the others have embroidered flexibility with open arms, empowering the user to choose from a range of services. Therefore, it is vital to be able to serve individual customer needs to maintain a great hold in the industry. Let's look at a few factors that best determine the flexibility parameter.

Flexible services to look out for include:

1. Customized services – If you are an individual who uses courier services frequently, you should look for a company that offers you the privilege of a tailor package. This should consist of regular pickups, fixed delivery times, as well as a quick booking system. A tailor service will enable your business to send out products with ease and convenience.

2. Urgent requirements – Every business lands a situation that requires it to send an urgent document or package internationally at some time or the other. This is when a flexible international courier service could help. Besides, having a service that you¡¯re loyal to will endow you with relief, as you would be sure your urgent parcel reaches its destination on time without a hiccup.

3. Delicate parcels – If you have products that are fragile or delicate, you know it needs to be handled with care. That's when you need a courier specialist, which can help meet your requirement without a hassle. A good company will ideally give you advice on packaging and will ensure your parcel reaches the destination in one piece.

On finding the perfect courier service, you should be assured that you can use the service with confidence, knowing at the back of your mind that it will be handled professionally at the speed you desire. In addition, you should make sure that the courier service you pick possesses air express courier services to ensure complete provision.

Ensure you keep up the hunt for a quality company to meet your and your company's needs. You should ensure that whiche brand you choose, should work as a charm with you, fulfilling your company's objectives as well as adding real value to your business. And all done with a wide smile!

Your Most Unhappy Customers Are Your Greatest Source of Learning – Reasons to Call A Client Back

“Your most unhappy customers are your greatest source of learning.” Bill Gates Often we, as Sales People and Leaders, shy away from conversations that are sometimes difficult. We avoid calling back the angry customer or see the time we spend on an 'after sale' issue as wasting valuable time. Yet as Gates indicates, these customers…

“Your most unhappy customers are your greatest source of learning.” Bill Gates

Often we, as Sales People and Leaders, shy away from conversations that are sometimes difficult. We avoid calling back the angry customer or see the time we spend on an 'after sale' issue as wasting valuable time.

Yet as Gates indicates, these customers (and conversations) represent the greatest source of learning. Remember, these clients chose you and your service once. Often they are seeking someone who will listen – someone that will empathize with their situation.

Why do they call you? Because you have the closest connection to them. You persuaded them that your product / service met their needs. You have the greatest potential to learn from this situation and carry the message back to your organization or to modify your approach for the next sale. Does this mean that you can (or should) try to fix everything and that the client is always right? No. In many cases the client is aware that the ultimate decision on how they get helped is out of your hands but they want to feel that you – their representative – has heard their concerns and can carry them back to your organization. Not only does this represent an opportunity to turn a dis-satisfied client into one that will purchase again, it also allows us to create potential champions in the marketplace.

Selling to a current client is easier than selling to a new client. The reality is that once you have a customer in your portfolio selling to them again is far easier than spending effort to capture a brand new client. Yet in order to get the second sale, we need the client to feel that we care about them and their issues – that we want to help them in solving their business problem. However if we avoid the tough conversations with our clients and not hold them accountable for their contributions to a given problem then getting that second sale will be all the more difficult.

Every interaction with a client presents an opportunity to learn – whether that is learning about their needs for the first sale or the hidden needs that often comes out post contract and during implementation. But that covers when the salesperson should get engaged. How should the Leader be reacting and striving this situation?

In actual fact, there is very little difference once a Leader is engaged. They have the opportunity to help the client. However there is one critical piece that sometimes slips. If you, as the leader engaging with a client make a commitment to do something or look into something for the client be sure that you follow it up and personally close the loop with the customer.

At this point your actions go beyond fixing a situation for the client and into personal credit with the client. They may not like the solution or answer you bring but it is vital that you communicate with them. This source of learning can change your entitlement approach to that account and result in a long, prosperous relationship for all parties.

Why Is Customer Service Not Every Businesses Priority?

In the dynamic economic environment that organizations are currently operating in it at the moment, it does seem to be a bit bit confusing to customers as to why many companies are failing to meet the very minimal customer satisfaction levels that are expected by their clients. It really does shock me that so many…

In the dynamic economic environment that organizations are currently operating in it at the moment, it does seem to be a bit bit confusing to customers as to why many companies are failing to meet the very minimal customer satisfaction levels that are expected by their clients. It really does shock me that so many companies who are struggling to keep their heads above the water completely neglect their leading stackholders. The customers. I for one have recently had some very poor experiences with the customer service departments of leading companies, and every time I ask myself the question as to how such large companies can fail at some of the basics in business.

As a Business and Management BSc (Hons) student in the UK, I am currently learning about the importance of HR in the business world, and how effective management of the human aspect of a business can drive the success of your business. Part of an organizations HR is managing the customers, and how they perceive the business, and the interaction between employees and customers. However many organizations seem to be neglecting the fact that their consumer base is their most valuable asset, and by neglecting them and farming them poorly they will not retain their custom. So having a very poorly trained customer service department, staffed by individuals who quite clearly could not really care less about the satisfaction of the clients is a recipe for disaster for an organization. Yet so many companies do it!

An example of a company which manages their customers effectively is Apple. The customer service department is staffed with individuals who love the products the company sells, and have a genuine vested interest in the success of the company, and the satisfaction of their customers. This has been clear to me every single time I have needed to call the customer service department, regardless of the issue I was contacting them about. Repairs, replacements, maintenance, financing and technical issues are just a few examples of some of the reasons I have had to contact the customer service department at Apple, and every single time without fail I have had a flawless experience with them. This is down to the passionate individuals the company has working for them, and the very successful business model, and strategic management system which encourages their employees to be as passionate as they are. Something many organizations I have had contacts with recently could take a few lessons from!

I had a recent experience with a photography company in the UK which left me a bit confused as a customer, but made it clear to me why the company had been failing recently, to the point where the entire chain nearly went bust. This is just one of many examples of recent experiences I have had with poor customer service, so it does beg the question of what is going wrong with these large companies which is making them have so little respect for their customer base.

I therefore put it to you to investigate some of the most successful companies around the globe, and try to find one factor that remains continuous through each example. I guarantee that a high quality customer service department which puts the customers' needs first will appear in every single example you investigate. Amazon, Apple, Microsoft and eBay are just a few examples of large international companies that have become very successful, but all still have a highly competitive customer service department. I have had very positive experiences with each of these companies and there before they continue to get my repeat custom. So for the future managers out there who may come over this article, I suggest that you ensure any company you get the opportunity to run or start inserts a lot of time and resources into creating an effective customer service department due to the added perceived customer value it creates towards your company and products.

Best Virtual Receptionist for Any Type of Business

Nowadays the world is becoming more technologically advanced than ever. Some companies do better than others when it comes to using the benefits of modern technologies. Numerous companies prefer paying for services of virtual offices rather than establishing their own call centers as they understand that by choosing virtual office option they will save thousands…

Nowadays the world is becoming more technologically advanced than ever. Some companies do better than others when it comes to using the benefits of modern technologies. Numerous companies prefer paying for services of virtual offices rather than establishing their own call centers as they understand that by choosing virtual office option they will save thousands of dollars every year. The question is: what is a virtual receptionist? It is a receptionist whose location is different from the business premises on behalf of which he / she is working. A virtual receptionist service can work remotely with more than one customer. The answering service incorporates many VRs, so that all incoming calls are received and processed.

It is always cheaper to have a virtual receptionist if compared to the office one. For instance, the 24/7 virtual receptionist service costs from $ 79.95 – $ 699.00 per month in comparison to 40 hour per week receptionist with the least salary $ 2500 per month. Consequently, you have to pay approximately $ 10- $ 20 an hour for 160 hours of customer support service, whereas virtual receptionist costs 12-97 cents an hour for 720 hours of work per month. The biggest advantage is that our best virtual office provides answering service without taking a break. Your in-house receptionist can not cope with all calls during every second of his or her shift, not talking about his / her lunch hours. Do you think now that virtual receptionists are super-human? Actually, they are because they are available 24/7 for a small cost. A live answering service may save you much of your income while providing an impressive amount of service hours. Even small businesses can afford to hire a virtual receptionist as its prices can be a good match for any company. You can also save money on space as our best virtual receptionist is working remotely. You can be anywhere – at home, on vacation, in a car, but virtual receptionist is constantly working and making the impression that he / she is sitting in a big and hectic office. The VR is responsible for the customer care and you can always check the delivery of his / her service. The thing is it is not just one specialist managing your inbounds – it is a team of professionals which in most cases is supervised by a manager to ensure high quality customer support. Therefore, a team can do much more than one person (no matter how expert the person may be).

There are plenty of benefits that could be utilized by a business (especially if it is a small one). Cutting cost is essential in a fast-paced business environment, and such service can grant you this benefit. But the most important thing about VR is that it does not cut your costs by sacrificing the quality. If your company is concerned about the quality of customer support – then you only have to check if a company offering VR services has the same level of concern than yours. Moreover, in most cases you (or one of your representatives) will be the one supervising or managing customer support in order to make sure you get what you pay for.

Answering Service: Making the Right Choice

Everyone wants to be a business owner. But today it has become so hard to launch a profitable business idea. You have to be particularly thorough while choosing the most important factors of your business success. After the variety of business success factors, there is one that never fails – customer service. There can be…

Everyone wants to be a business owner. But today it has become so hard to launch a profitable business idea. You have to be particularly thorough while choosing the most important factors of your business success. After the variety of business success factors, there is one that never fails – customer service. There can be many things that contribute to the overall success of your company, but nothing will work unless you get the customer service right. In other words, if you are not able to manage your clients well, you will never achieve success in your business. It all revolves around clients anyway.

Before launching your business, you should know that a good answering service has already become a huge support for hundreds of businesses, small and large ones contributing to its overall success. A live virtual office remains an important predictor of business development, mainly because all customers, without exception, appreciate the opportunity to reach their suppliers 24/7. If no such option is available, then it is likely you will be losing your clients over to your competitors, which sooner or later will leave you bankrupt.

Virtual office is a place where a business phone answering service becomes a source of your competitive advantage. With a quality call center service, you will never miss a single call. You will find detailed messages and reports really helpful in managing your customer service. You will finally be able to manage your calls and telephone activity in a manner that best suits you and your business. With the help of reliable answering provider, you will be able to choose the most appropriate time for call management. For example, you can ask our business phone answering service to process your calls during lunchtime or on weekends. Needless to say, having a qualified answering team is much more cost-effective than hiring a full-time receptionist. Moreover, even the best full-time receptionist does not have enough capacity to process all calls seamlessly and immediately. A business call center is where calls are transferred instantly and messages are sent through email, text messages, voicemail, or by any other means. A qualified remote receptionist follows your requirements and guidelines, so adding credibility and trust to your business image. Think for a moment: who will prefer a reputable company over some unknown enterprise? The answer is obvious. For most people reputable company is an organization that is big enough and has customer service representatives who care about the image of their company by providing support to its clients.

Remember that you have only one chance to make a first impression. If you fail, your chance to become competitive will be lost forever.

Though Customer Service Isn’t Perfect, It Can Be Excellent

Everyone knows the old saying, “Nobody's perfect,” and since customer service is delivered by human beings, it will not always be perfect either. There will be mistakes, problems and complaints – hopefully not many, but they will happen from time to time. However, there can be a benefit to driving for perfection. If the goal…

Everyone knows the old saying, “Nobody's perfect,” and since customer service is delivered by human beings, it will not always be perfect either. There will be mistakes, problems and complaints – hopefully not many, but they will happen from time to time.

However, there can be a benefit to driving for perfection. If the goal of your service is perfection, you are well on your way to providing excellent customer service.

I heard my friend and colleague Art Holst speak at an event recently, and his words got me thinking about this idea and about customer service motivation. Art is a former NFL referee and he talked about his friend Bart Starr, an NFL star quarterback. Starr is known for the following quote:

“I do not think it makes sense to strive for perfection. goals because one of the most frustrating things in the world is to set our goals so high that we have no chance of reaching them. ”

I found another quote on the same topic by Edwin Bliss, author of “Getting Things Done.” Similar to what Starr said, Bliss stated:
The pursuit of excellence is gratifying and healthy. The pursuit of perfection is frustrating, neurotic, and a terrible waste of time.
Both of these quotes make a distinction regarding the reality of reaching perfection. Perfection is not reality, but by setting a goal of perfection – and having a realistic understanding that there will be a glitch now and then – will still set you on the path to excellence.

You will have interactions in which the customer service you deliver looks perfect. It is attainable – but in reality, not 100 percent of the time. We would not be human if something did not go wrong sometimes. Look at those times as opportunities, though, and use them to offer excellent customer service by addressing the complaint or problem in a way that impresses the customer. A good recovery can actually increase the customer's confidence.

I can not think of a time when I've heard a company's customer service referred to as “perfect.” However, words like “great,” “amazing” – these are used to describe many top companies' customer service.

So, shoot for perfection! Even if it's realistically unattainable, just having perfection as a goal will ensure that excellence is within reach.

3 Listening Skills That Make an Awesome Call Centre Service Associate

As someone into R & D, I've often interacted and talked with a lot of people in the companies that I've worked for. One of the major segments of people that I've spoken to have been call center advisers who deal with customers through multiple channels day in and day out. I have worked with…

As someone into R & D, I've often interacted and talked with a lot of people in the companies that I've worked for. One of the major segments of people that I've spoken to have been call center advisers who deal with customers through multiple channels day in and day out.

I have worked with those who are new to the industry as well as those who are veterans. I have also has an opportunity to interact with those who managed to climb up the corporate ladder and become managers and trainers.

In this entire journey of interaction with awesome workers and professionals, I have learned that communication skills are the most important factor that makes a good customer service agent. But it is good listening skills that make an awesome one! So, I thought of putting some points across that these professionals shared with me.

Listen rather than just hear – Focus

Listen rather than merely hearing what a customer is saying! This is almost a cliché but the fact is that the most understated and the most underpowered piece for people in the communication based service industry.

Often it is observed that advisers do hear what the customer is saying but they are not actually listening to it. This is one of the reasons that a dialogue could go like this –

Customer – “My credit card is blocked. I think I ended up locking it when I entered the wrong pin three times while purchasing a product online.

Advisor – “Yes Ma'am, I certainly can, but could tell me if you were buying this product online from a store.”

Now, you're confusing the customer. And all because you did not hear the customer properly! Our mind is often wired for selective hearing. You registered that the customer's Credit card is blocked. You also registered that they entered the pin wrong. But you did not register that they did it while purchasing a product on the internet.

This is because the moment you heard pin lock; your brain started rushing to the thoughts of how you will unlock it. Which commands, what process, what keys will you process.

Now while the customer perhaps will not get angry at you as long as you give them the resolution, let's face it, being asked to say the same thing which I already said a few seconds ago is not awesome!

Paraphrase

Let us see, how we can avoid the above. So, if the advisor was listening to what the customer said above (I mean actively listening to it), he / she would say something like this –

Advisor – “Ma'am, just to double check, you were purchasing a product from a website and entered your penis wrongly three times.

Customer – “yes!”

Advisor – “Ma'am I'll go ahead and do that right away, may I please put this call on hold for …”

Now because you were listening and paraphrased (repeated the customer's problem in your words) AFTER understanding it, there's no possibility of the customer saying – “I just told you I was buying it online and NOT from a store!”

The customer is not confused, they had a closed ended yes / no question to answer and they know that you got it right the first time!

KISS (Keep it short and Simple)

I know you all deal with the dead air issues. The quality claims that there should be no dead air and that the customer should not feel like you left them on the line all by themselves. The solution is – know your process and keep it short and simple.

Once you've given the resolution, I'd prefer this – “Ma'am, I've unlocked your pin again. the new pin for further transactions. ”

Certainly I do not want something something like – “Ma'am, what I've done is that I've unlocked your pin. Now, I will route this call to the IVR. do that, please remember it. And then you'll be able to use it for all future transactions. ”

Remember, it's always simpler to remember bullet points. They're shorter, crisper, easy to remember and more attractive.

Make The Visit “M E M O R A B L E” Not Forgettable!

I am often asked what I believe defines exemplary customer service and my response is always that it does not matter what I define it as – what matters it does the customer want to broadcast about their experience. There is no more valuable advertising than word of mouth advertising and with social media the…

I am often asked what I believe defines exemplary customer service and my response is always that it does not matter what I define it as – what matters it does the customer want to broadcast about their experience. There is no more valuable advertising than word of mouth advertising and with social media the field has clearly expanded. People believe what their family, friends and neighbors say about your business or facility, and they remember it for a long time. It is also true that very few people will complain – to you. They simply take their business elsewhere. Your business operation generates word of mouth advertising, whether you are aware of it or not. Satisfied customers tell 4 to 5 people of their positive experience and dissatisfied customers tell 9 to 12.

So the question is, what are customers saying after they have experienced your services?

The basis of all positive word of mouth advertising is providing excellent products and services. This is also the basis for success of most marketing and advertising. Loyal customers will notice your advertising campaigns and marketing exposure and become even more effective ambassadors as these advertisements, act as positive reminders of your quality products and services.

You never know, what will be the feel good moment. The devil is most definitely in the detail and it is more often than not the tiny touches that end up counting the most. Most facilities fulfill their customer's expectations but people will talk about you if you surpass their expectations. Do the few extra things, and you will have loyal customers that recommend you to their friends, neighbors and family members. You want the underlying philosophy of your culture to be that any visit that does not provide “The Intimacy Factor” the desire to tell it to someone, is a missed opportunity.

Every customer is not profitable or even desirable; some people have unrealistic expectations, and will not be happy no matter what. This is true in every business.

Regular customers, on the other hand, that became unhappy actually have the potential to be your best advocates. “Statistics suggest that when customers complain, business owners and managers bought to get excited about it. The complaining customer presents a huge opportunity for more business.”

When you resolve problems to the satisfaction of these customers, they will become your loyal, staunch supporters, and they will spread positive word of mouth advertising for you. It's human nature. We respect people that admit mistakes, and correct the situation. We give them the benefit of the doubt in the future, and we tell others that they fix their mistakes and keep their promises. It leads to great customer loyalty. If you really want to stand out, go in search of the unhappy customer that never complained. If you really want people to say great things about you, find and fix the problems that the customer did not identify. Ask for feedback from your customers, and follow up. You will win customers and friends; and they will actively influence other people with their positive recommendations about your business.

Finally, take the time and give careful thought to taking care of your ambassadors and remember it does not hurt to ask for references. Give additional benefits for each reference, a free service, special treatment, and do not forget the occasional gift to better customers. People will recommend you if they believe in you and your teams, and a little perk always help remind them to communicate a positive story.

Eddie's business aims is to gain an intimate understanding of your business issues no matter what the subject and then apply sound business principles that reflect the unique culture of the operations.

Eddie is a frequent speaker within the leisure industry throughout Europe, specializing on future operations, widely recognized as an authority on emerging lifestyle trends.

Important Reasons You Should Carry Cash, Not Debit Cards

Cash is the best way to pay for items when you are out and about. It has been the oldest way to pay until credit and debit cards were made widely available. Cash seems to have taken a backseat to debit cards. Debit cards are very popular, because they allow you to instantly transfer money…

Cash is the best way to pay for items when you are out and about. It has been the oldest way to pay until credit and debit cards were made widely available. Cash seems to have taken a backseat to debit cards. Debit cards are very popular, because they allow you to instantly transfer money from your bank account when you pay for something. All you do is swipe your card and the technology does the rest. However, for the past few months, I've been especially fond of using cash, because I was warned to hear that customers' personal information was stolen from their debit and creditcards in the past eight months. Over 70 million cards at Target were compromised during the Christmas holiday. Also, small companies were being hit too- Raley's grocery chain last summer, and Michael's crafts store a few weeks ago.

The scariest problem is that you never know if your debit card is being compromised until much later. When you find out that a thief has hacked the company terminal, it could be too late. You need to report the loss or theft of your debit card to your bank immediately if the card has not been used. You are not liable for any charges If you notify the bank within two business days, you are liable for up to $ 50. On the third day, your liability jumps to $ 500. If 60 days pass and you do not report your card, you can say goodbye to all of that money.

Stealing private information is reliably easy for hackers because every card includes a skinny, magnetic strip, or “magstrip,” located on the reverse side. These strips contain your name, cardnumber, expiration date, card verification value and PIN number. Fortunately, they do not contain your social security number, birthday or address. Once hackers have your personal information, they can immediately begin charging your account. They can steal all or more of your money, making you liable for the difference.

Debit cards need to be made with more sophisticated technology that would make private information difficult for a hacker to steal. The good news is that beginning in October 2015, all major credit card companies will be updating all of their cards with microchips. In the meantime, CEOs will be praying their companies will not get hacked, putting their customers at risk, and being confronted with lawsuits. Until all debit cards have microchips, I will be using cash only.